Danny James Bautista Tapales

 DANNY JAMES B. TAPALES 61 J.P. Rizal St. Antipolo City, Rizal 1870 Mobile no.: - E-mail: - ­ Educational Attainment March 2003 B. S. Architecture College of Architecture University of Santo Tomas España, Manila Work Experience: Team Lead May 2016 – October 2017 VXI Global Holdings Inc. 11th Floor, Five eComm Bldg. Mall of Asia Complex, Pasay Accomplishments: Top Team Lead for 2016 Top Team Lead for July 2016 Top Team for Sales for July, August and September Duties and Responsibilities: Managed the day to day performance of a team of 14 Account Specialists and one Subject Matter Expert by providing floor support and maintain the consistent flow of calls during the shift. Analyzed data from CSAT Surveys, perform Root Cause Analysis (RCA) and provide coaching as needed to prevent recurrence and continue improve the process. Attended regularly scheduled calibrations and disseminate the information to the team. Developed the team members to become more than just Account Specialists and SMEs. Handled live escalations (supervisor calls) and investigate escalations sent in by the clients. This includes RCA, real-time coaching and monitoring to prevent recurrence. Data analysis is also done with survey comments, especially those pertaining to the members of my team. From January until June 2o17, I took charge of hiring operations for the account and acted as the Hiring Manager where I used my best judgment when it comes to hiring candidates that fall below the minimum requirements but excel in other areas that will be beneficial to the business. Trainings AT&T Leadership Academy DIRECT Feedback Management Training Freelance Social Media Manager March 2016 – August 2016 Duties and Responsibilities: Reviewed and approved comments on the supported website to protect against online trolls and other fraudulent entities that aim to infiltrate the target audience. Provided constructive feedback and professional comments to regular site visitors and welcome new ones. Act as the site’s representative in other related website and forums like Reddit and Quora. Come up with content related to the site’s niche and ensure that the content is 100% original through the use of CopyScape. Review and approve comments to be posted by other Social Media Specialists working for the site and ensure that they adhere to the standard set by the client. Team Manager October 2015 – March 2016 Crawford and Company 23rd Floor, 247 McKinley Bldg. 24th corner 7th Bonifacio Global City, Fort Bonifacio, Taguig Duties and Responsibilities: Managed the day to day performance of a team of 9 Client Support Representatives, pulling statistics and providing feedback for any deviances. Provided floor support for night shift agents, answering their queries and guide them in escalating complex questions to Canadian counterparts. Investigated escalations from Canadian counterparts and perform RCA and coaching as needed to prevent recurrence. Assisted the Business in any capacity to push its yearly goals. Performed random Quality Audits on dispatched insurance claims and claims processed for final billing. Suggested action plans and implement process improvements based on the quality check. Team Manager – Product Delivery August 2013–October 2015 Thomson Reuters G/F 18/20 Bldg. Upper McKinley Road McKinley Hills, Fort Bonifacio, Taguig Accomplishments: Successfully assisted in the coordination of the Thomson Reuters Process Excellence and Innovation Conference 2014 (PEx-ICon). Won an Honorable Mention in the 2015 Thomson Reuters Best of Brand Awards for Best Brand Experience (the award is for the PEx-ICon). Completed a few process improvement projects with the new team and workflow. Duties and Responsibilities: Analyzed monthly quality data and report to the team the top defects and provide solutions to decrease the instances and maintain a process quality score of 99% and above. Ensured year-end ratings support overall performance distribution guidelines set by the company. Investigated delivery delays and escalations, as well as perform Root Cause Analysis to prevent currency issues and rework. Assisted the Business Unit and the Site in any capacity to push its yearly goals based on the Company’s Core Values. Performed random Quality Audits on processed print products, provide coaching and suggest process improvements based on the quality check. Conducted final interviews for prospective applicants and use best judgment to determine the applicants’ employability. Trainings Completed Management at Thomson Reuters Training. AdHoc Activities Founder and former chairman for the site-wide biking interest group. Member and consultant for the site-wide extreme sports interest group. Former chairperson for the marketing committee for the company’s process excellence and innovation umbrella group. Co-chairperson of a business unit-specific employee engagement committee. Member of a business unit-specific committee on innovation and process excellence. Member of the site-wide health and wellness committee, in charge of nutrition and marketing. Projects: Time and User Stamps - 2013 eMail Macro - 2014 Coding Automation - 2015 Inspection Automation – 2015 Senior Publishing Specialist – Product Delivery September 2011–August 2013 Thomson Reuters G/F 18/20 Bldg. Upper McKinley Road McKinley Hills, Fort Bonifacio, Taguig Accomplishments: Awarded for exemplary performance in 2012 on two separate occasions. Duties and Responsibilities: Served as Officer-in-Charge and over-all point of contact during the night shift and during business continuity scenarios. Performed Quality Audits on processed web uploads, provide coaching and suggest process improvements based on the quality check. Acted as point person for special processing projects assigned by US counterparts. Created and/or maintains process or product specific documentation. Conducted training sessions and process overviews as needed. Trainings Completed training for Six Sigma – Yellow Belt Projects: Quality Forms – 2011 Centralized Knowledge Base - 2012 Publishing Specialist – Product Delivery October 2009 - September 2011 Thomson Reuters 10/F 18/20 Bldg. Upper McKinley Road McKinley Hills, Fort Bonifacio, Taguig Accomplishments: Instrumental for the team achieving full operationalization status. Conducted training for special products. Duties and Responsibilities: Prepared data for publishing legal and regulatory products in print, CD and/or electronic form. Analyzed, keys, converts, codes, copy reads, edits, merges, renders, loads, or validates data. Utilized various systems, software, databases and applications, including scheduling and administrative systems as well as computer file management. Responsible for accuracy, completeness and quality of work product. Trainings Completed Train the Trainer Course. Projects: Project Oracle - 2010 Historical Database Takedowns – 2010 Performance Assessment Specialist (QA) May 2009 –October 2009 West Contact Services Inc. 34/F Export Bank Plaza, Pasong Tamo, Makati City Duties and Responsibilities: Served as OIC for a group of other PAS assigned to monitor an offshore site. Evaluated agent calls and provide developmental feedback through an internal tool. Attended calibration meetings with the client and/or Production Team Leads and QA s from other sites and suggest ways to further improve the process. Processed productivity reports to ensure optimum program performance. Projects: Quality Tracking Report - 2009 Subject Matter Expert November 2007 – January 2009 Aditya Birla Minacs Philippines Inc. 10/F 1800 Bldg. Eastwood City, Libis, Quezon City Accomplishments: Successfully migrated a new Line of Business by creating training modules and conducted the training sessions. Processed ISO 9001 documents and assisted with the company's certification for both ISO and InfoSec. Aditya Birla Minacs' Star Awards: Top Performer – Support for 2 consecutive quarters (Q2 and Q3 2008) Duties and Responsibilities: Reported directly to the Operations Manager and acts as Team Lead and Production OIC if in case one or more managers are on leave on a given day. Handled in-house call escalations and conduct case management investigation as assigned by the Client Representative. Compiled Customer Dissatisfaction surveys and treat each negative feedback as a new case for research and implementation. Conducted refresher training for all agents on newly updated subjects to ensure readiness. Monitored the service levels and ensure that they do not go below the minimum limit. Maintained knowledge management by consistently updating the production floor whenever there are new releases or articles from the client’s knowledge management team. Trainings Completed Yellow Belt - Six Sigma Training. Projects: Service Request Mass Closure – 2008 Knowledge Base Cheat Sheet – 2008 Process Mapping of the Entire Call flow – 2008 Customer Service Representative January 2007 – November 2007 Aditya Birla Minacs Philippines Inc. 10/F 1800 Bldg. Eastwood City, Libis, Quezon City Duties and Responsibilities: Resolved Customer issues with their on line account (access, product specifics, troubleshooting, billing) Achieved and maintain the key performance indicators to maintain the positive outlook of the clients for the company. Built a high quality service delivery system to attain the highest level of shareholder and client satisfaction. Maintained a high level of proficiency with regards to client’s services, policies, and site. Supervised the production floor and take in escalations whenever the team managers are not available. Assisted fellow agents with queries pertaining to their respective calls. Performed other duties that may be assigned from time to time Customer Service Representative August 2005 – May 2006 Teleperformance 14/F Octagon Building, San Miguel Ave., Pasig City Duties and Responsibilities: Resolved Customer issues with their telecoms equipment, (e.g. billing, basic troubleshooting) Achieved the corresponding performance indicators to maintain the positive outlook of the customer for the company. Site Architect September 2004 – August 2005 BT Lopez Construction Antipolo City Projects: Design and Supervised: Three-Storey Apartment – Sampaloc, Manila Design and Supervised: Redondo Residence – Antipolo City Supervised Only: Mendoza Residence – Antipolo City Design and Supervised: Aylon Walk-in Closet Renovation – Antipolo City Design and Supervised: Pascual Garden Trellis – Antipolo City Duties and Responsibilities: Design and conceptualize projects as required by the client. Meet with prospective and existing clients to determine their needs. Supervise the construction site and procure building materials whenever possible. Compute the payroll and ensure safe delivery to the workers. Junior Architect September 2002 – October 2003 RSL Construction Antipolo City Projects: Design: Maternity Hospital – Antipolo City Design: Cuevas Residence Extension– Antipolo City Design: Uy Residence – Pasig City Duties and Responsibilities: Design and conceptualize projects as required by the client. Conduct design research when possible.